There are a few things we know for sure about customer service. One thing we know for sure is customers need help all the time. They need help at 11:30pm on Friday night, they need help at 2am on Monday morning. Here’s what we also know, companies that invest in their customer experiences see much higher returns on their investments—it’s common sense. If I have a good experience with your brand—and you solve my problem, I am much more likely to come back and do business with you again. But alas companies still don’t get it. Company’s customer service departments—the group with the most muscle to help customers on social media—are mostly ignoring customer issues on social media. In a study released last week called the 2015 U.S. Retail Multichannel Customer Experience Study—surveying 500 companies in the U.S. and 1000 customers—companies only responded to 20 percent of customer questions asked on Twitter. In the same study it was found that 85 percent of customers expected a response on Twitter within an hour, when in actuality it took retailers an average of 31 hours to respond.

from Forbes – Tech http://ift.tt/1SHV5Oc
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